The Customer Experience (CE) Manager is responsible for playing an integral role on the extended cross-functional support team for the Immunology franchise. As a member of the Commercial Analytics & Operations (CA&O) organization supporting our brand franchises, the CE Manager will bring Digital/CRM subject matter expertise to strategic brand plans and have responsibility for ensuring the Customer Experience is optimized for key stakeholders: Consumer/Patients and Health Care Professionals (HCP)/Managed Care. This role serves as a business partner in the development and pull-through of a differentiated, and insights-driven customer experience. The role supports the franchise teams by leading the orchestration and alignment of touchpoints across the customer journey.

This role will also be accountable for bringing expertise and leadership support to advance the AbbVie Digital Marketing Platform (marketing cloud) and pull-through of an advanced HCP multi-channel ecosystem vision. Specifically, developing and maintaining brand experience designs, ensuring adherence of customer privacy and compliance practices, drafting of marketing campaign business rules and requirements, as well as identifying and partnering with Emerging Analytics team to develop sound measurement/reporting constructs for all programs. The CE Manager will also ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM multi-channel ecosystem.

Key Responsibilities Include:

· Lead Customer Experience design and CRM/Digital expertise in support of the Brand team.

· Guide development of impactful and relevant in-field team tools and assets (sales aids).

· Lead pathfinding brands on proof of concepts/pilots for emerging digital capabilities.

· Provide brand team support to manage the development and completion of execution plans (timelines) from start to finish for CRM/Digital programs.

· Serve as business owner and product manager for website architecture, requirements and utilization of AbbVie Digital Marketing Platform.

· Collaborate with Brand team to recommend and build feasible campaign and program test & learn plans to inform optimization recommendations. Develop and manage tactic test plans/QC before, during and after campaign launch

· Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging, including CRM/Digital marketing best practices.